We have been experiencing issues with connecting/updating our Instagram shop on our Facebook page due to Shopify Business Manager being classed as the page owner. I have recently joined the company and limited to posting across Facebook and Instagram as it saying I need to be an admin of the Shopify Business Manager Business account to do this. I believe this was set up a couple of years ago by someone who doesnt work at the company anymore and is no longer an admin of the Facebook page. I would have thought that because I am an admin of the facebook page, I was able to do this myself.
I have contacted Facebook Business Support but they are saying that the original admin could only do this, which isn't possible for us.
Please could anyone advise on what to do.
Thank you for bringing this issue you are having to our attention. I can only imagine how frustrating it can be to try and get this resolved.
I would recommend reaching out to our live support and asking them to escalate this to our Technical Support team for you for a closer investigation. I can't guarantee the outcome, but that would definitely be our next steps at the moment. Before reaching out, please know that our technical team will require very specific screenshots from within the Facebook Business Manager. I will include the steps for that below.
Once you have the screenshots available, showing that you are the admin and have the correct page roles assigned, you can reach out to our live support to ask them to escalate this for you. Please follow this link to reach our live support when you are ready: Contact Support - Shopify Help Center.
SHOPIFY FACEBOOK CHANNEL
In your Shopify store admin, please go into your Facebook sales channel and review the account information under Settings > Accounts and Settings > Data Sharing Settings. If your Facebook channel is not completely setup yet, you should still be able to see the connected accounts listed in the areas that are setup.
This is the account and pixel currently connected to your Shopify store. And we will be referring back to this area to compare the account information on Facebook.
Next step is to sign into Facebook Business and confirm the same information in our business account with Facebook. You can go to https://business.facebook.com/ and you will want to make sure you are logging in with the same account shown next to reference A.
If you are unsure which account you are signed in under, you can open the business page in a private/incognito window instead.
Once signed into Facebook Business, please make sure you have the correct page selected in the upper left side just above "Home". Next, click on the shopping cart icon on the left hand column for "Commerce" and then open the Commerce Settings section:
Please compare the references B, C and D to the sections marked in your Shopify store admin. I will also require a full screenshot of this page, including the URL in the address bar to provide to our technical team.
Last step is to confirm what is setup within our Facebook Business Page on Facebook.com, this is to ensure that the business page is managed by the correct admin accounts.
From the Commerce Manager, click the three lines for More Tools then Page Settings, this will open a new tab in your browser. In your page settings, please choose Page Roles and confirm the information matches the reference below:
I will also require a full screenshot of this page, including the URL in the address bar to provide to our technical team.
Please don't hesitate to reply back here if you have any additional questions you need help with.
Thanks for coming back to me on this.
Our Facebook page isn't fully set up on the back end of Shopify as it says we need to be admin of the business manager to do this.
Also, I don't have a commerce manager section on the Facebook page.
Finally, I can't find an online chat service to Shopify on the link you provided. Just had to click on my site login and no live chat link.
For contacting our live support when you follow the link: Contact Support - Shopify Help Center, you will be prompted to login to your store. From there, you will be asked to search for your issue. You can use the search term "Facebook Sales Channel" as your keywords and at the bottom of the search results will be the option to continue to contacting support.
If you continue to have troubles connecting to our live support, please feel free to share a screenshot of the last step you are able to get to and I will guide you from there.
If you are seeing an error message that you are not the admin for the Business Manager you can confirm that by signing into business.facebook.com with the same Facebook account you are connecting to within Shopify. Once signed in you can review the permissions available in that Business Manager account, which is also where you will be able to review your commerce settings.
Our live support can assist you with finding that information once you get connected.